General Manager

Virginia, Washington DC, and Maryland Markets What You’ll DoRegional Operations & P&L Ownership

• Own and operate the full divisional P&L across multiple markets, including revenue performance, expense management, productivity, and margin.
• Ensure consistent execution of operational standards across all markets in alignment with organizational mission, vision, and values.
• Develop and execute market-level business plans aligned with enterprise strategy, including growth targets, financial objectives, and disenrollment reduction.
• Drive performance across multiple markets, ensuring each meets census, utilization, retention, productivity, and operational maturity expectations.
• Review and manage divisional and market-level KPIs, including:
• Recruitment, retention, staffing stability
• New client intake, authorization velocity, access to care
• Scheduled vs. delivered hours & missed services
• Clinician billable hours & productivity
• Cost controls & operational efficiency
• Make disciplined, data-driven decisions to improve service delivery, scalability, and financial performance.

• Directly lead, coach, and hold Executive Directors accountable for operational, people, and market outcomes.
• Establish clear expectations, scorecard ownership, and operational execution for each Executive Director.
• Track and communicate KPIs and scorecard results to reinforce accountability and drive performance.
• Conduct regular 1:1s, performance reviews, coaching sessions, and leadership development planning.
• Ensure Executive Directors effectively manage performance, accountability processes, and corrective action within their markets.

• Execute market-level growth strategies across the division, including:
• New market launches and ramp optimization
• Capacity expansion and access-to-care initiatives
• Disenrollment mitigation and retention improvement
• Partner with the Division President and functional leaders to translate strategic direction into consistent execution across each market.
• Maintain awareness of market dynamics and competitive landscape to ensure markets deliver a differentiated, family-centered experience.

• Partner closely with Clinical Directors to ensure clinical quality, ethical care, and compliance with all regulatory and payer requirements.
• Monitor clinical quality metrics, outcomes, and program effectiveness in collaboration with clinical leadership.
• Support clinical teams with operational solutions that improve scheduling, utilization, and family experience without compromising care standards.
• Drive leadership development across the division in collaboration with Training & Professional Development.
• Mentor Executive Directors for increased responsibility and succession readiness.
• Ensure strong hiring, onboarding, engagement, and retention practices across all markets.
• Train, coach, and develop market and enterprise leaders, building a strong leadership bench and ensuring continuous performance management.
• Conduct or support evaluations, disciplinary actions, and staffing plans in collaboration with market leaders.
• Foster a culture of accountability, ownership, collaboration, and continuous improvement.

• Serve as an escalation point for complex client, caregiver, and employee issues.
• Guide Executive Directors and Clinical Directors on effective resolution strategies.
• Ensure concerns are resolved timely, professionally, and in alignment with organizational values.
• Champion a high-touch, family-centered experience across all markets.

• Ensure all markets meet and maintain regulatory, licensing, accreditation, and payer requirements.
• Conduct regular site visits to evaluate safety, cleanliness, documentation accuracy, and operational integrity.
• Ensure operational, clinical, and billing documentation is accurate, timely, and compliant.

• Work closely with Clinical, Admissions, Marketing, HR, IT, Training, Billing, and Finance to ensure markets are fully supported and aligned.
• Participate in divisional and enterprise-level meetings, work groups, and best-practice…